Advance HOA Management, Inc.
Client Services Manager
Denver, CO | $58K - $62K
Qualifications
- 3-5 years customer service / call center experience
- 2-3 years leading a customer service team, call center, or function
- Outstanding customer service skills and high standard for customer service
- Excellent written and verbal communication skills
- Excellent computer skills (Excel, Word, PowerPoint, Outlook, Power Apps)
- Ability to manage and develop teams and conduct supervisory functions
- Ability to design effective forms, reports, spreadsheets, presentations, and/or filing systems
- Ability to think critically and make independent decisions based on sound judgment
- Ability to multitask and manage priorities in an efficient and accurate manner
- Able to lift up to 20 lbs
- Denver, CO 80237 (Required)
Responsibilities
- FUNCTION AND ROLE: The Client Services Manager will lead the Client Services function and team to ensure the highest levels of customer service are delivered to Advance HOA clients and community management staff
- The Client Services function’s chief objectives are to (1) resolve homeowner inquiries as quickly and efficiently as possible across multiple inbound channels (2) provide effective, high-value administrative and customer services support to the community management staff
- As the supervisor of the Client Services Team, this individual is responsible for providing training, tools, and resources to this team
- This individual will act in a Client Services Representative capacity for a major portion of their time, to include answering phones, responding to inbound inquiries, and other administrative items
- This individual will support employee equipment and company data management
- SUPERVISORY RESPONSIBILITIES: The Client Services Manager supervises the team of Client Services Representatives
- Work will be performed during regular office hours in an office setting
- Must have a presentable, professional appearance
- Ensure Client Services team delivers excellent customer service and efficiently executes assigned administrative tasks
- Ensure highest standard of customer service is being executed by administrative staff
- Input and review performance dashboards to ensure meeting service expectations
- Oversee all inbound channels for homeowner and community manager inquiries (call center, email, portal, and future platforms) and ensure meeting performance standards
- Supervise, train, and develop client services staff
- Ensure community mailings are accurate, on time, and efficiently completed
- Develop, document, and organize policy and procedure/systems documents for client services in a detailed and clear manner
- Generate, record and file welcome packets for new homeowners daily
- Update and distribute community codes/documents, employee contact information, HOA Information Database, and the company intranet as needed
- Lead continuous improvements to the Client Service function and designing processes and tools with company growth in mind
- Act as Client Services Representative for large portion of time, to include answering phones, responding to inbound emails, and executing additional administrative items
- Support internal technology and office management function to ensure all Advance HOA staff have functioning equipment, tools, and supplies to perform their jobs
- Partner with other staff to coordinate office equipment upgrade and set up and to ensure office equipment and supplies are in functional condition
- Coordinate with third party technology vendor as needed / necessary
- Retain appropriate corporate information as it pertains to systems, equipment, and vendors
- Organize and maintain office area and layout/condition to assure professional and usable environment daily
- Communicate with facilities management to organize maintenance and repairs as needed
- Manage contract/price negotiations with office vendors and service providers as needed
- Develop working knowledge pertaining to homeowners associations and common interest communities
- Work with leadership team to drive company initiatives related to office management, operations, and client services
- Exhibit flexibility as assigned Client Services tasks change to accommodate volume of responsibilities in a balanced manner
- Perform other duties as assigned
Benefits
- We offer health insurance, 401K, paid vacation, holiday and sick leave, and the ability to grow your career with Advance HOA Management
- Pay: $58,000.00 - $62,000.00 per year
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Parental leave
- Tuition reimbursement
- Vision insurance
- 8 hour shift
- Monday to Friday
- 51-200 employees
- Real Estate, Property Management, HOA Management, Homeowners Associations, Community Associations
- Self-Owned
- Denver, Colorado
- Company Specialties:
Property Management, HOA Management, CCIOA, and Customer Service
Company information
Advance HOA Management, Inc., offers specialized HOA property management services to homeowners associations in the Denver Front Range and beyond. Our hands-on management style, combined with one of the most highly experienced teams in the business, provides communities with a proactive and professional management team capable of, and committed to, enhancing every aspect of the community and property values. Advance HOA Management strives to be a long-term, committed and respected partner with the communities it has the privilege to serve.
